Geneva, November 2007

Transcription

1 Meeting on the Trade and Development Implications of Tourism Services for Developing Countries: UNCTAD XII pre-event Geneva, November 2007 RWANDA SERVICES DEVELOPMENT ACTION PLAN by Emmanuel BARRETO ITC The views expressed are those of the author and do not necessarily reflect the view of the United Nations.

2 Trade in Services RWANDA SERVICES DEVELOPMENT ACTION PLAN October 2007 Initiative I TO STANDARDIZE THE TOURISM SECTOR Expected Output 50% of actors applying internationally accepted standards Time Frame by Develop a rating system for tourism-related companies in the current use of standards; 2. Identify and rate all registered companies in the tourism sector; 3. Research existing guidelines for standards being applied in Africa for the 7 sub-sectors (accommodation, activities, attractions, food services, retailing, tourism services and transport); 4. Identify the most appropriate standard for Rwanda, adapt to current necessities, taking into consideration environmental and energy conservation; 5. Develop a certification method using Agaseke as illustrative ranking (e.g., replacing stars), and apply to all registered companies; 1

3 6. Insert the standards into the regulatory framework with appropriate monitoring system; 7. Develop course syllabus to managers responsible for applying the guidelines on standards; 8. Certify those professionals, enterprises and/or communities applying the standards; 9. Develop a monitoring checklist, conduct yearly surprise visits, guarantee the use of the standards according to rank; and 10. Develop a mechanism for sanctioning violators as well as to allow them to comply with the sanction. 2

4 Initiative II TO TRAIN SERVICE PROVIDERS Expected Output 50% of service providers trained according to international levels of acceptance Time Frame by Identify the different careers within the 7 sub-sectors; 2. Research training institutions and programs that exist in the country and in use in other African countries for each career (Paper and electronic formats); 3. Adapt best practices into a standard Rwandan curricula and a certification system; 4. Apply curricula to existing and new institutes to include language classes as well as marketing; 5. Integrate culture, history, fauna and flora and natural resources into school curricula in Rwanda; 6. Identify potential institutes in Africa to approach and convince to open satellites school or similar institutes in Rwanda; 7. Develop train the trainer programmes; 8. Developing correspondence training programs and e learning programs for professionals in the sector; 3

5 9. Enforce recycling course for current workers; 10. Organize internships/study tours/industrial attachment arrangements between students and established operators; 11. Encourage international operators in Rwanda to expose staff to international best practices and exposure; 12. Develop financial programme assistance for new students and combine with an internship programme; 13. Develop incentives (tax) to encourage companies to train workers; and 14. Develop knowledge of local food among all workers, specialized restaurants and take away products. 4

6 Initiative III TO IMPROVE LABOUR CONDITIONS IN THE TOURISM INDUSTRY Expected Output formal employment in the industry increased by 20% of total employment Time Frame by Quantify current employment and estimate numbers of the informal sector; 2. Identify and set pay scale for the different careers in order to better distribute wealth; 3. Define job descriptions for each career (see training); and 4. Empower workers association to facilitate labour relationship and govern the trainingexperience level with job description-pay scale attributes. 5

7 Initiative IV TO CREATE A CULTURAL CENTRE Expected Output Cultural Centre opened with relevant collection and appropriate service offer Time Frame by Identify professors and experts in Rwanda as well outside with knowledge of history and culture. 2. Document all aspects of Rwandan culture. 3. Identify and collect artifacts representing the Rwandan culture. 4. Conceptualize and design the building and its internal structure. 5. Identify the different cultural activities to allow interaction with visitors (museum, cooking &dancing lessons, weaving, etc ) 6. Identify potential locations to host the centre. 7. Prospect potential sources of funding. And of sponsorship. 8. Collect and establish a document centre. 6

8 9. Develop training on cultural aspects. 10. Train staff of the centre and that of other tourism places in Rwandan cultural aspects. 11. Establish products for sale to visitors which are community-based and helping conservation of the environment. 12. To include culture in the curricula and study tours for primary and secondary school education. 7

9 Initiative V TO DEVELOP TOURISM PACKAGES Expected Output number of arrivals increased to 40 thousand people Time Frame by Research and document all activities and attractions; existing and potential (project) per type and geographical location; 2. Forge complementary and efficiency among actors by identifying common needs to supply competitive activities and attractions; 3. Identify areas to create credibility between supplier and consumer (i.e., insurance); look at combining various actors to provide those services; 4. Present all existing products to all tour operators in the country, including hotel owners; 5. Look at examples and document African best practices on thematic travel (community development, spa & health, adventure, exotic, fauna & flora, etc ); 6. Create various thematic packages with room for investment in complimentary/gap areas; 7. Develop packages for business travelers, weekends and 1 day visits for people already in the country; 8

10 8. Develop a marketing strategy and plan for the packages; 9. Invest in upgrading the infrastructure for existing attractions through agreements between the stakeholders; 10. Develop community knowledge of local attractions and activities; and 11. Integrate the local media, universities and vocational institutes in identifying, development and promotion of tourism packages. 9

11 Initiative VI TO DEFINE INCENTIVE PACKAGES Expected Output incentive package to tourism-related operators presented to Parliamentarians Time Frame by Identify all operators and stakeholders and operations in the industry; 2. Identify existing incentives to operators in the industry; 3. Conduct survey on effectiveness of existing incentives; 4. Identify shortcomings in existing incentive packages; 5. Review regulatory framework for incentives for the tourism sector; 6. Organize consultations and receive feedback from operators on the best kind of incentive needed; 7. Identify resources for incentives proposed; 8. Develop a mechanism for applying the incentives; 10

12 9. Integrate incentives into investment promotion strategy for the Tourism sector; 10. Produce and publish a comprehensive document detailing the revised incentives to the sector; 11. Allocate resources for reviewed incentives; and 12. Conduct audit/review of incentive regime 2 years after the beginning of implementation. 11

13 Initiative VII TO ORGANISE LOGISTICS Expected Output a logistics planned developed for the tourism sector Time Frame by Review the current state of Tourism logistics in Rwanda; 2. Identify stakeholders and operators involved in tourism logistics; 3. Identify current logistics shortcomings for the tourism sector; 4. Research best practices within region and worldwide on tourism logistics; 5. Identify possible linkages within the region to improve Tourism logistics in Rwanda; and 6. Develop and publish tourism logistics master plan. 12

14 Initiative VIII TO DEVELOP FINANCIAL SERVICES TO SUPPORT TOURISM Expected Output international credit and debit cards accepted in 50% by tourism locations Time Frame by Identify existing impediments to the use of international credit/debit cards at locations in Rwanda; 2. Identify existing mode of payments/transfers used by tourists in Rwanda; 3. Survey best practices in financial services offered to tourists in the world; 4. Identify financial services that can be offered in Rwanda; 5. Encourage financial institutions in Rwanda to offer such services; 6. Encourage financial institutions to set up offices at tourist attractions within the country offices should be able to convert currencies, process international credit/debit cards and travelers cheques; 7. Enable operators to be able to process and accommodate such financial practices/services; 8. Encourage operators to accept international payment practices; 13

15 9. Information on financial/payment facilities available within the country should publicized; and 10. Develop insurance product/policies for tourism activities. 14

16 Initiative IX TO DEVELOP A TOURISM REGULATORY FRAMEWORK Expected Output comprehensive tourism regulatory framework implemented Time Frame by Review existing regulatory framework for tourism sector in Rwanda; 2. Research regulatory frameworks existing in different countries for Tourism; 3. Identify gaps and shortcomings within the Rwanda regulatory framework; 4. Adapt best regulatory practices to Rwanda suiting Rwanda s circumstances and resources; 5. Train regulators on regulatory practices; 6. Communicate new regulatory framework to operators if necessary; 7. Set up mechanisms to implement regulatory framework; and 8. Create a mechanism for exchange of information between all actors in the industry, including regulators. 15

17 Initiative X TO DESIGN A TOURISM PROMOTIONAL CAMPAIGN Expected Output promotional campaign designed and running Time Frame by Review effectiveness of existing promotional campaign/initiatives; 2. Identify shortcomings if necessary within existing campaigns; 3. Identify target markets for promotional campaigns; 4. Identify the best media for reaching target markets for promotional campaign; 5. Identify the main driver institution or company, for the promotional campaign; 6. Develop catch phrase/slogan for promotional campaign (maybe through a national competition); 7. Identify cost of promotional campaign; 8. Identify sources of funds for promotional campaigns; 16

18 9. Build public/private partnerships to drive promotional campaigns- find companies to sponsor the promotional campaigns; 10. Embark on domestic sensitization on promotional campaign; 11. Connect tourism product development to the promotional campaign; 12. Associate Rwanda to an internationally viewed television program e.g on CNN; 13. Use Rwandan embassies abroad to communicate about products and packages as well as support in the promotional campaign; and 14. Serving food and packaging for take away should use local materials and handicrafts. 17

19 Initiative XI TO IMPROVE STATISTICAL COLLECTION AND PROJECTIONS Expected Output mechanism to collect statistics in place, projections for done Time Frame by Review existing mechanisms/resources/initiatives in place for collecting and analysis of tourism statistics; 2. Identify shortcomings in existing mechanism/structures in place; 3. Develop statistics collection mechanism to identify country of origin, number of days spent in the country, reasons for traveling, amount spent in the country etc; 4. Develop statistics collection mechanism to rate facilities, services and availability of information, identify accommodation, restaurants etc available in the country; 5. Identify cost of setting up the desired mechanism; and 6. Train people to carry out collation of data and analysis to be used for improving Rwanda s tourism strategy, develop marketing campaigns and develop products. 18

20 Initiative XII TO BUILD INFORMATION CENTRES IN THE CITY AND MAIN POINTS OF ENTRY Expected Output minimum 5 information centers opened in the country Time Frame by Identify existing (if any) information centers for tourists; 2. Review the services provided at the information centers; 3. Research international practices with regards to the setting up and running of tourist information centers; 4. Identify further locations for information centers in the country; 5. Collate information that will be made available at the information centers; 6. Develop tourist guides and maps to locations and in-city establishments that will be sold at the information centers as well as hotels; 7. Train personnel that will staff the information centers; and 8. Identify costs and sources of funding for the information centers. 19

21 Initiative XIII TO INVEST IN TOURISM INFRASTRUCTURE Expected Output $200 million US dollars invested in tourism infrastructure Time Frame by Review existing infrastructure supporting tourism in Rwanda e.g hotels, access roads to tourist attractions etc; 2. Identify gaps and shortcomings in existing infrastructure; 3. Identify cost of meeting existing gaps; 4. Integrate tourism infrastructure into Infrastructure development master plan for Rwanda; 5. Build public-private partnerships to attract investment into infrastructure; 6. Identify investment opportunities in tourism infrastructure in Rwanda; 7. Develop an investment promotion strategy for tourism infrastructure including the development of historical sites, amusement parks etc; and 8. Develop incentives for investors in tourism infrastructure. 20